Important information
- Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 4/22/24
BBB shared the findings and recommendations with Airslate, Inc.
The findings appeared to show:
Unauthorized charges: The vast majority of complaints involve customers being charged by AirSlate without their knowledge or consent, often through their linked Venmo accounts. Charges range from $20 to $180, with $96 being the most common amount.
Lack of familiarity with the company: Most complainants state they have never heard of AirSlate before and have no idea why they were charged, suggesting they did not knowingly sign up for any services.
Difficulty obtaining refunds: Customers express frustration with AirSlate's lack of responsiveness and inability to easily obtain refunds for unauthorized charges. Some report difficulty canceling unwanted subscriptions.
Possible connection to PDFfiller: Some complaints mention PDFfiller, suggesting it may be a subsidiary service of AirSlate. Several customers report signing up for free PDFfiller trials and then being unexpectedly charged by AirSlate.
Potential data security issues: A few complaints raise concerns about how AirSlate obtained customers' personal and financial information in order to process unauthorized charges.
On 7/1/24 Airslate,Inc responded to BBB with:
99% of the complaints are, sadly, related to the fact that [some] people do not understand how free trial period works as such. On our end, we did everything possible to prevent this misunderstanding: there is explicit information provided upon account registration and there is also an email sent which contains info on the free trial deadline and other important details.
Refunds with pdfFiller / airSlate can be requested in three ways:
1. Email to Support.
2. Chat online on our sites.
3. Free phone line.
https://my.airslate.com/help-center
Our refund policy is "refund no questions asked". We never object or persuade people to stay.Once any customer (current or former) requests information on how we store and share data, we put them in contact with our Legal department and they provide detailed information on this. And of course, we never share data with any third parties.
Complaints
This profile includes complaints for AirSlate, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 476 total complaints in the last 3 years.
- 127 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged $30 from my venmo account. I do not use any of their services.
Business Response
Date: 08/29/2022
Dear *****,
many thanks for reaching out! It looks like the account on pdfFiller.com has been created with a different email?
One of our Support representatives will email today (both emails) to double check all the credentials and arrange a refund for you.
We hope to see this settled soon!
Initial Complaint
Date:08/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was recently charged $20 from Airslate. I have never set up an account or payment type through venmo.Business Response
Date: 08/26/2022
Hi! Many thanks for reaching out!
We think we've found you, different email though. But before we actually issue a refund, we would like to double check some details. Our Billing Support rep will email you shortly to check the credentials and arrange a refund.
Hope this helps!
Initial Complaint
Date:08/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged by air slate at 3:48am while I was asleep for a transaction I did NOT AUTHORIZE. This is a fraudulent charge I have never heard of this company and I have not signed up for any subscription services and no free trial. I want to be immediately refunded or have the transaction voided because this is a fraud charge and the business clearly has a problem with this after viewing the other complaints. This needs to be addressed immediately. Take the charge off now.Business Response
Date: 08/26/2022
****** hi!
Our Support just checked and says there is no activity under the *** email you've indicated in this complaint. Another email, most probably?
Our Billing Support will email you today to confirm all the details and settle this.
We hope to see this settled soon!
Initial Complaint
Date:08/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was incorrectly charged (unauthorized) $96 at 3:33AM on Aug. 22, 2022 by Airslate **** on my Venmo. I don't know of this company and found out about this charge just now. I've read other reviews saying the same thing (that they were charged by this company they knew nothing about). I would like my money refunded through Venmo since I did not authorize this transaction.Business Response
Date: 08/24/2022
******** hi! Many thanks for reaching out!
This is to confirm that the refund has been just made for you.
We are very sorry if the experience with our product has been confusing for you. Our system of records shows that you have logged in and canceled this subscription only after this charge, so if you have any further questions -- feel free to email *********************************** Same-day reply guaranteed.
Initial Complaint
Date:08/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged $96 from Airslate on my venmo account , have never heard of this company . How does this company get peoples emails and charge them without consent . It was declined but why is Airslate doing this to me or other people ?Business Response
Date: 08/22/2022
**** hi! Many thanks for reaching out!
Unfortunately, we can't find anything under the email you've mentioned in your complaint. Might be something under another email, that happens often, honestly speaking.
Our Support agent will reach out to your personally to investigate and settle this.
Initial Complaint
Date:08/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was recently false charged an amount of $96 to my Venmo for this company which honestly, Ive never heard of ever. This is absolutely insane and I would like a refund to this matter as it seems its happening to more than just me.Business Response
Date: 08/22/2022
***** hi!
Many thanks for reaching out, however, our system of records does not have anything under the email you've indicated in this complaint.
Our Billing Support will email you today to get the Venmo details, investigate and settle this.
Many thanks in advance for your cooperation on handling this!
Initial Complaint
Date:08/12/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged $96 from my venmo account. I do not use any of their services.Business Response
Date: 08/15/2022
****** hi!
Many thanks for reaching out!
We've looked through all recent Venmo transactions, and it looks like another email is linked to your Venmo, not ******************************?
Is this your email -- s.****************?
If so, we've already voided the transaction, couple days ago.
If this is not you, then please send us your Venmo ID details.
Thank you!
Customer Answer
Date: 08/15/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
Date:08/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/6/22 I woke up to find that at 6:02 AM AirSlate had charged me $96 through my Venmo account, which is linked to my checking account. I have absolutely no idea what this company issome kind of document serviceand I have never purchased anything from them or agreed to be charged $96. I do not want or need their services, I just want my stolen money back!Business Response
Date: 08/10/2022
******* hi!
We have reasons to believe that email you've provided here is not the email which used to be linked to your pdfFiller account?
We've made a refund today, to someone with your name, and other credentials match too, BUT the email was f******************. Is this yours?
If so, please confirm that to BBB here.
Thank you!
Initial Complaint
Date:08/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged $96 through Venmo on 7/22 by Airslate, Inc. I dont know what the company is nor did I authorize this charge. I am requesting a refund asap.Business Response
Date: 08/10/2022
Many thanks for reaching out, Lydeah!
You are surely eligible for a full refund, however, we would need slightly more info for that.
Our Billing Support has created a ticket for this case and will email you shortly to settle this.
We would appreciate if, once this is entirely settled, you could confirm the resolution to BBB here.
Many thanks in advance and sorry for any trouble/confusion caused!
Initial Complaint
Date:08/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged $144 to my Venmo by a random company that calls itself Airslate Inc.Ive never heard of them and I have not used my Venmo this week for any purchases of any kind.I contacted Venmo immediately as well as my bank but as the charge happened at 6:30 this morning I was not able to talk to a live person to resolve this. I am alerting the Better Business Bureau as I see other people have been through the same experience with the same company.Please help me stop this fraud!Business Response
Date: 08/09/2022
Kai hi! Many thanks for reaching out!
This is to confirm that we have just arranged a refund for you.
Please check your inbox for the email confirmation of the same.
Once the money is back on your account, we would appreciate if you could confirm to BBB here that the case is settled.
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